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VoiceWorks

 

VoiceWorks is an IVR analytics solution. Its powerful analytics features help analyze the experience that customers go through in the self-service process.

Whilst IVR based self-service is very cost effective for the company, it suffers from various drawbacks from the customer’s point of view. Almost everyone has had bad experience while using IVR. Some of the difficulties in using IVR are: Too many options, confusing options, complex decision trees, many selections before reaching the final option, short time outs, most commonly required options are deeply hidden, menu malfunctioning, many back & forth loops, no options to speak to a CSR etc. If these problems are not addressed adequately, IVR can be a major source of customer dissatisfaction.

 

     

 

VoiceWorks helps improve the usability of the IVR. It gathers huge amount of menu usage data from the IVRs and analyze the usage patterns and identify the root causes of customer dissatisfaction.

 

     

 

Salient features of VoiceWorks are :

• Cradle to Grave Reports
• Congestion / Port utilization analysis
• Menu path diagrams & analysis
• Menu malfunctioning detection
• Back & forth loop detection & escalation in real-time
• Extraction of most common menu usage patterns
• Dashboard for monitoring KPIs such as AHT in IVR, No. of calls serviced in IVR, No. of calls transferred to  agents & Line of business-wise reports
• Customizability

Data mining in VoiceWorks

• Pattern Recognition: Extraction of the most commonly used menu usage patterns out of millions of patterns
• Classification: Identification of customers requiring special assistance / attention based on their past behavioral patterns
• Clustering: Clustering of customers with similar behavioral patterns for better analysis
• Prediction: Prediction of next possible menu selection which can be used in positioning new menu options more optimally

Business benefits of VoiceWorks are :

• Better self-service experience for customers
• Higher call resolution rates within IVR and hence lesser number of call transfer to the expensive CSRs
• Lower cost of operations

VoiceWorks is part of Metrica’s Unified Customer Experience Analytics framework that analyses the customer experience across all the contact channels holistically in order to provide strategic insight into customer interactions.